CDM, CFPP of the Month - July 2022
Job Title: Food Service Manager
Employer: St Charles Healthcare
Job Location: Bend, OR
Years at Current Facility: 3
Years in Current Position: 3
CDM Since: 2022
Why did you decide to become a CDM, CFPP?
Looking to advance my career I knew my associate degree wasn’t going to get me where I wanted to go. I originally planned to earn my CDM in 2016. Instead, I decided earning my Bachelor’s in Healthcare Management followed by my MBA was the surest route to success so I put my efforts there and completed both in just two years.But with so many successful peers across the industry having their CDMs, I felt my credentials wouldn’t be complete without it. So I signed up for the test and passed it a few weeks later.
What are your main responsibilities in your current position?
I manage a team of leaders who provide food services for the largest of our four system hospitals. I also manage system-level contracts and vendor relationships related to food service.
How do you organize your time at work to make sure you accomplish all your responsibilities?
I found that the only way I can be effective, is to have systems in place to keep me on track. Last year I implemented the Stack Email Method and switched to a paper planner with a robust online support group (Full Focus Planner). These two changes have been transformational.
What is an example of an innovative way you have made change at your facility and how did you implement it?
Visual data analysis. With 50 to 60 shifts per day our break schedule must be precise. I pulled reports of our sales velocity (sales per 15 min) and mapped it next to each shift in a large spread sheet. I added a column that auto summed the number of staff on shift in that 15 min block. From left to right: Time of day, sales velocity, # of staff, shift 1, shift 2 shift 3, etc.I used conditional formatting to heat map the sales velocity and # of staff columns. The colors revealed when breaks should occur and periods of time where breaks should not be allowed.
Although this took some work to set up, it allowed the frontline staff to see exactly when breaks should occur and left enough room for them to determine the final schedule. As long as we were all-hands-on-deck during our rushes and we complied with BOLI regulations, the front line team had control.
What was your first job in the foodservice industry?
Summer job at a great New York style pizza place. Still my favorite crust and I regret not stealing the recipe.
Who has been your biggest mentor in food service and how have they helped shape your career?
There isn’t one biggest. I draw on many different mentors depending on the situation I’m in. I usually just consider the example they gave me and try to emulate it. Occasionally I’ll send an email or text message to the person and ask for a phone call. This is usually only for what feel like high-stakes situations. In these cases I make sure to respect their time by being prepared and on time.
What are the biggest challenges you face in your position and how do you handle them?
At the end of the day we’re just making food for people. The mechanics of what we do is simple. People are always the biggest challenge. When someone is underperforming, has a poor attitude, or is creating conflict, it’s my responsibility to help them change their behavior. There is no single approach to personnel or customer challenges, so I continue to learn from books, podcasts, and coaching. With each encounter I draw on education and experience to determine the best tactic. After the encounter I reflect on the situation and consider if I should do something different in similar future situations. Preparation, practice, and reflection are all critical to improving as a leader.
What is your favorite part of your job?
Working with my team to support our community. In my last role managing two CAHs I regularly saw news reports of rural towns losing their hospitals. I saw first-hand what our hospitals meant for the communities they serve and felt a duty to protect the sustainability of the hospital.In my new role with a large team it’s no different. A community needs a hospital and I’m proud to do my part to ensure ours remains for generations to come.
How do you stay up to date with current innovations and trends?
I follow some trade publications for food and healthcare. I volunteer with the Association for Healthcare Foodservice and attend their conference each year. I am also active on the ANFP forum. When traveling, I often tour other facilities.
How do you envision the foodservice industry changing in the next few years?
Continued automation and self-service options. As wages continue to climb, self-checkouts and autonomous robots will make more sense. But just as Excel and QuickBooks didn’t replace accountants, food service automation won’t replace staff. It will simply allow us to serve more with the same staff or expand hours outside of staffed hours.
What is your advice to those just getting started in the foodservice industry?
Keep learning. As I progress in my career, I’m continuing to learn from books, podcasts, conferences, newsletters, executive coaching, mentors and more. Early on you must learn and understand the mechanics of the work. Learn to write a recipe in a standard format with a plate up photo and how to hold cooks accountable to that standard. Then learn the supply chain, sheet-to-shelf ordering, contracts, standard work documents, employment laws, etc. As you move past the mechanics learn to coach your staff. Learn how to talk to the c-suite. Learn to manage your day.There is so much more than food in our business that if you’re curious, you will always find a new way to improve your skills and knowledge.